48 results found

1. automatic close resolve tickets

   The possibility to automaticlly close tickets, if a ticket is automaticlly generated and get resolved.

   13 votes

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   1 comment  ·  Tickets  ·  Delete…  ·  Admin →
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   Released  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded

   Hey,

   
   

   This is possible via our time-based ticket automation rules.

   Here's a guide on how to exactly do that: https://support.atera.com/hc/en-us/articles/5914785808156-Time-based-ticket-automation-rules#Closeaticketifthestatusis'Resolved'formorethanaweek

   
   

   Hope this helps!

   Yakov

2. Auto expand conversations on tickets
   13 votes

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   1 comment  ·  Tickets  ·  Delete…  ·  Admin →
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   Released  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded

   Hey,

   
   

   I am happy to let you know we have released this in the new ticket UI. 

   We have also added the option to sort the ordering of the conversation and to filter the thread based on public/internal notes

   
   

   Hope this helps! 

   Yakov

   
   

   
   

3. use ticket automation rules to assign company

   It would be helpful if a ticket / new contact could be assigned to a company via automation rules based on the email sender's domain rather than assigning them to 'Unassigned' customer and having their tickets be inaccessible to the end-client's techs.

   4 votes

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   2 comments  ·  Tickets  ·  Delete…  ·  Admin →
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   Released  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded

   The ability to assign new tickets and contacts to a company or customer based on email domains exists. 

   You can do so from the customer page, please see the attached screenshot.

   
   

   Yakov

4. Ticket View - based on the ability to select Multiple Tags

   Ability to create a Ticket View based on selection of Multiple Tags.
   At present, I can assign multiple tags to a ticket. But when creating a view, the logic behind appears to be Select if ALL tags match, vs and ANY tags match.

   Ex: 3 Tags on one ticket (1,2,3), and 2 Tags on another (1,3)
   When creating a view, if I select 1,2,3 Also allow us to check, must include ALL, or ANY.
   At present it seems to be "must include ALL"
   it only returns tickets that have all tags, vs I would like it to be an OR statement, return all tickets that match any of those tags.

   Same for creating Custom Fields, drop down.
   On the Ticket View screen, provide the ability to add more than one Custom Field drop down value;
   On the Ticket View, allow the ability to select multiple value's with a choice, must include All, or must include Any.

   Ability to create a Ticket View based on selection of Multiple Tags.
   At present, I can assign multiple tags to a ticket. But when creating a view, the logic behind appears to be Select if ALL tags match, vs and ANY tags match.

   Ex: 3 Tags on one ticket (1,2,3), and 2 Tags on another (1,3)
   When creating a view, if I select 1,2,3 Also allow us to check, must include ALL, or ANY.
   At present it seems to be "must include ALL"
   it only returns tickets that have all tags, vs I would like it to be an OR… more

   3 votes

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   0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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   Released  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded

   Hey,

   
   

   We have recently changed the behavior of the tags to match the behavior of other filters on the tickets page.

   
   

   Now, if you select tags A, B & C, you will see all tickets that have any of these tags.

   
   

   Hope this helps!

5. connect to device from ticket

   We get a ticket/alert about a specific device. There should be a quick link to open the device page and/or manage/connect to the device right from the ticket page.

   6 votes

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   1 comment  ·  Tickets  ·  Delete…  ·  Admin →
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   Released  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded

   Hey,

   This is currently possible!

   If you have an agent assigned to the ticket you will be able to go to the agent.

   Moreover, if the device is offline you will be able to remote connect to it straight from the ticket page.

   Attached are some screenshots.

   Best,

6. Recurring Tickets

   Ability to recur tickets on daily, weekly, monthly, annual basis

   2 votes

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   0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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   Released  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded

   Hey,

   
   

   This is possible: https://support.atera.com/hc/en-us/articles/360015669280-Schedule-a-ticket 

   
   

   Thanks

7. Tickets Filter

   We've added an advanced filter to the Tickets tab, within a customer (and within a contact as well)

   1 vote

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   Released  ·  0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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8. All Tickets

   Now see all tickets associated with a contact (not just the most recent 5) within Customer > Contacts > Tickets.

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   Released  ·  0 comments  ·  Tickets  ·  Edit…  ·  Delete…  ·  Admin →
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